Are You Ready to Make It Happen at Mondelēz International?
Join our Mission to Lead the Future of Snacking. Make It Uniquely Yours.
You provide software and application knowledge to support implementation of the given solutions.
How you will contribute
You will ensure that delivered services are optimized to meet business demands and the service operations strategy, plan, measure, report and communicate service improvement initiatives, and serve as a consultant on issues and resolutions. You will also recommend actions that can be taken to optimize investments and benefits and to mitigate risks. This role will require you to identify suppliers, evaluate them, on-board new vendors, establish and run vendor governance; collaborate with management and follow-up on requisitions, purchase orders, invoices, and payments; work with project resources to provide design collateral and to configure software components so they are aligned with security policy and governance; and ensure adherence to development and configuration standards and processes.
What you will bring
A desire to drive your future and accelerate your career. You will bring experience and knowledge in:
- Working collaboratively with multiple vendors
- Leading complex projects - project management
- Stakeholder management and influencing skills
- Managing infrastructure services delivery, support and excellence
- Working in global IT function with regional or global responsibilities in an environment like Mondelēz International
- Working with IT outsourcing providers using frameworks such as the IT Infrastructure Library
- Working with internal and external teams and leading when necessary
More about this role
The role oversees the end-to-end quality of the IT employee experience across all support channels and touchpoints, extending beyond interaction-level quality assurance to service performance, process health, experience consistency, and the overall trustworthiness of the IT employee journey. It is pivotal in fostering a culture of evidence-based, end-to-end service excellence within the Workforce Experience product stream.
What you need to know about this position:
Key responsibilities include developing service quality strategy, establishing quality management processes across AI-assisted, self-service, chat, phone, and ticket-based channels, overseeing third-party providers and leading the design of quality scorecards and audit rubrics.
What extra ingredients you will bring:
- Demonstrated experience overseeing or coordinating with third-party service delivery teams
- Strong customer service orientation and personal interaction skills
- Proactive and positive mindset, outcome-focused
- Experience with Service Management tools (ServiceNow) and QA/audit tooling
- Proven ability to priorities and multi-task in a demanding, high-volume service delivery environment spanning multiple channels and geographies
- Leadership competencies: Business acumen, Customer focus, Problem solving, Process management, Written communication
Education / Certifications:
- Bachelor's degree in Information Technology, Business, or a related field
- ITIL framework knowledge (particularly Continual Service Improvement)
Job specific requirements:
- Minimum of 4 years of experience in IT service management, with at least 2 years focused on quality assurance, service quality, or end user experience roles
- Demonstrated experience overseeing or coordinating with third-party service delivery teams
- Experience with Service Management tools (ServiceNow) and QA/audit tooling
- Ability to thrive in a fast-paced, dynamic environment managing multiple priorities across AI, digital, and human support channels
- Oral and written fluency in English with excellent communication and interpersonal skills
Work schedule:
Working days : Sunday through Thursday
Working hours: 9:00 AM to 5:00 PM (Morning Shift) with 2 hours of flexibility
No Relocation support available
Business Unit Summary
Mondelēz International in the Middle East, North Africa and Pakistan serves the Middle East and Africa markets as well as Australia, New Zealand, the UK and Canada. Headquartered in Dubai, UAE, we have more than 2600 employees working across seven plants and six commercial offices; we make, bake, sell and deliver our products to customers. We are market leaders in key snacking categories with iconic global and local brands including Cadbury Dairy Milk chocolate, Milka, Oreo and belVita biscuits, Barni Cakes,Tang powdered beverage, Chiclets and Trident gum and Halls candy.
Mondelēz International is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation or preference, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Job Type
Regular
Software & Applications
Technology & Digital
Skills Required
- Bachelor's degree in Information Technology, Business, or related field
- Minimum of 4 years experience in IT service management with at least 2 years focused on quality assurance or end user experience roles
- Experience with Service Management tools (ServiceNow) and QA/audit tooling
- ITIL framework knowledge, particularly Continual Service Improvement
- Demonstrated experience overseeing or coordinating with third-party service delivery teams
- Experience leading complex projects, stakeholder management, and vendor governance
- Ability to manage multiple priorities across AI, digital, and human support channels in a fast-paced environment
- Oral and written fluency in English with excellent communication and interpersonal skills
Mondelēz International Compensation & Benefits Highlights
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Retirement Support — The 401(k) structure combines a 4.5% basic company contribution with up to an additional 4.5% match, with company contributions vesting after two years. This provides up to 9% in company contributions when at least 6% is contributed by the employee.
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Healthcare Strength — Multiple national medical carrier options are offered with in‑network preventive care at 100%, plus company‑paid basic life insurance and short‑term disability. Optional long‑term disability and supplemental life/AD&D expand protection choices.
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Parental & Family Support — A global parental‑leave standard supports birth, adoptive, and foster parents across the enterprise. Additional supports include adoption and surrogacy assistance, childcare discounts, and an Employee Assistance Program with counseling and well‑being tools.
Mondelēz International Insights
What We Do
Mondelēz International, Inc. (NASDAQ: MDLZ) is an American multinational confectionery, food, and beverage company based in Illinois which employs approximately 90,000 individuals around the world. Our Purpose Our purpose is to empower people to snack right. We will lead the future of snacking around the world by offering the right snack, for the right moment, made the right way. Our Brands We’re leading the future of snacking with iconic brands such as Oreo, belVita and LU biscuits; Cadbury Dairy Milk, Milka and Toblerone chocolate; Sour Patch Kids candy and Trident gum. Our People Our 90,000+ colleagues around the world are key to the success of our business. Our Values and Leadership Commitments of Love our Consumers and Brands, Grow Every Day, and Do What's Right shapes our culture – what we believe in, stand for, and what guides our actions and decisions. Great people and great brands. That’s who we are. Our Strategies We are uniquely positioned to lead the future of snacking with strong leadership in our categories, an unparalleled portfolio of global and local brands, and a solid footprint in fast-growing markets. Aimed at delivering sustainable growth, our strategic plan is centered around three strategic priorities: • Growth: accelerate consumer-centric growth • Execution: drive operational excellence • Culture: build a winning growth culture
Why Work With Us
We offer passionate, energetic and curious people a huge choice of careers in our fun, fast-paced, global business. We operate in four regions: Asia, Middle East & Africa; Europe; Latin America; and North America. And in over 80 countries our people are united in a common purpose to empower people to snack right.
Gallery
Mondelēz International Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
#TeamMDLZ Flexible Working Pledge: We Trust each other to work flexibly and productively We show Empathy, encouraging belonging and connection We are Mindful of making space and taking time
